Client Engagement Specialist

**Job Description**:
Under general supervision, the Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with a defined set of customers. The Client Engagement Specialist is responsible for retaining the existing contract revenue within existing buying centers and supporting new sales into these accounts made by the Account Executive. To this end the Client Engagement Specialist will need to liaise with DJ internal teams to ensure the clients business needs are being met consistently to support the renewal. Ultimately the Client Engagement Specialist must develop and drive successful renewals ensuring a strong revenue base for Dow Jones. Success will be measured based on the retention rates of the Client Engagement Specialists assigned accounts.

Key Responsibilities:
Retention

Responsible for owning the retention strategy for assigned Strategic accounts by building and executing a renewal plan

Proactively provide a monthly report to manager highlighting high risk renewal accounts within the region and strategy/ideas to turnaround

Responsible for ensuring appropriate levels of customer training and product utilization by working with the Product Training Specialist team and monitoring internal reports

Oversee the overall renewal lifecycle; from pricing, contracting, to invoicing and client support, so customer concerns get addressed correctly and efficiently throughout the fiscal year

Support new sales into existing accounts to ensure maximum customer ROI with DJ

Customer Knowledge

Know your customer including the development of good account understanding, business groups deriving value from DJ services, understanding the clients’ business/industry, competitor solutions they are using and the client’s current and developing needs.

Understand how your clients derive value from DJ services/products, know the people involved including decision makers within those groups.

Serve as a client conduit internally for feedback and competitive intelligence to DJ Product, Content & Marketing.

Lead Generation

Must identify opportunities for increased revenue within the set of accounts (up-selling and possibly cross-selling) and work with other members of the sales team to follow through on such opportunities.

Required Skills and Experience:
Min 3 years of proven success in customer engagement or sales

Exceptional written and verbal communication skills

Proven ability to multi-task and adhere to tight deadlines in a fast-paced, collaborative environment

Excellent project management and organizational skills with a keen attention to detail

Proficient in Microsoft Office suite & Google Drive

Business Area: Dow Jones - Business Intelligence

Job Category: Sales

Union Status:
Non-Union role

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

Req ID: 40961